CancerBACUP complaints procedure

CancerBACUP is committed to providing a quality service.  We listen and respond to the views of our service users so that we can continue to improve our service*. Therefore we aim to ensure that:

1. it is as easy as possible to make a complaint;
    
2. we treat as a complaint any clear expression of dissatisfaction with our service which calls for a response;
    
3. we treat it seriously whether it is made by telephone, letter, fax, email or in person;
    
4. we deal with it quickly and politely;
    
5. we respond accordingly – for example, with an explanation, or an apology where we have got things wrong, and information on any action taken etc;
    
6. we learn from complaints, use them to improve our service, and monitor them at our Board.

How do you make a complaint?

1. You can make a complaint by telephone, letter, fax, email or in person. Please tell us:· 
    
   • how you would like us to respond, providing relevant contact details
      
   • if you are writing or phoning on behalf of someone else
   
    
2. If you know which department is relevant to your complaint, or the name or job title of an appropriate member of staff, you may make your complaint directly to them.
    
    We will reply within two weeks of receiving a written complaint. If it will take longer than two weeks, we will write to explain why. We will not ask you to wait any longer than a maximum of four weeks.
    
3. If you do not have the name of the relevant person/department, or wish to contact the Chief Executive, please write to or phone:

   Joanne Rule
   Chief Executive
   CancerBACUP
   3 Bath Place
   Rivington Street
   London EC2A 3JR

   Tel 020 7920 7216
   Fax 020 7920 7250

   email:  [email protected]

   If you write, you will receive a response within two weeks of receipt of your correspondence.  The Chief Executive will either ask the appropriate person to investigate and deal with your complaint, or reply to you directly.

4. If you are unhappy with our response, you can write (or ask someone to do this for you) directly to the Chief Executive and explain why you are not satisfied.  The Chief Executive will reply within two weeks.
    
5. If you are not satisfied with the Chief Executive’s response, you can contact the Chairman of the Trustees, Dr Maurice Slevin (at the same address). Alternatively, you can contact the Charity Commission for further advice:  telephone 0870 333 0123 or visit www.charity-commission.gov.uk.
    
6. We acknowledge that you might want to complain in a different language. If so, we’ll try to help.

 * Although this document is about complaints, CancerBACUP welcomes both positive and negative feedback.